From Journeys to Experiences. It doesn’t feel so long ago that everyone was talking about buyers’ journeys. While the concept served to introduce many companies to the notion that their customers were on a journey and don’t just appear…

Melissa’s, once a much-loved Cape Town café, restaurant and retail franchise business, is to be no more. It will be liquidated to cash in assets to pay unsecured creditors. That’s a big blow. Not only to those of us who have come to enjoy…

Everybody knows that the successful marriage of big data, technology and user experience is the key to the next competitive wave in business. Put plainly, companies that crack the personalisation challenge will win the day.
As the digitised…

May 17, 2018

https://www.nlighten.co.za/wp-content/uploads/2018/05/Personalisation_nlighten_article_thumbnail.jpg400495Nathalie Schoolinghttps://www.nlighten.co.za/wp-content/uploads/2017/09/nlighten_lgo-01-2.svgNathalie Schooling2018-05-17 12:05:442018-06-04 15:27:39Personalising your business - The 5 fundamentals of getting it right

You can’t develop exceptional CX (customer experiences) without great SEX (staff engagement experiences)
As business leaders, we naturally take this principle to be obvious. But, counter-intuitively, so many businesses treat their employees…

How do you rate your company’s ability to retain customers and grow its customer base? If you’re of the same mind as many leaders in sales and marketing, your rating in this area would be pretty mediocre, it would appear. Asked to rate…

Push on. Be strong. Be as good as you can be. That's a good legacy to leave. — Usain Bolt, upon retiring from athletics
Usain Bolt, Jamaican sprint champion, will run no more. After winning double gold medals in three consecutive Olympics,…

August 17, 2017

https://www.nlighten.co.za/wp-content/uploads/2017/08/495x400_navel_gazer.jpg8341032Nathalie Schoolinghttps://www.nlighten.co.za/wp-content/uploads/2017/09/nlighten_lgo-01-2.svgNathalie Schooling2017-08-17 08:24:452017-08-17 14:02:48Navel-gazer or Let’s Mover: Which will it be?

“ASK NOT WHAT YOUR COUNTRY CAN DO FOR YOU—ASK WHAT YOU CAN DO FOR YOUR COUNTRY”
These famous words—first spoken by US Pres John F Kennedy during his inaugural speech in 1961—pack a powerful punch. As the basis for a personal…

July 11, 2017

https://www.nlighten.co.za/wp-content/uploads/2017/07/Blog-thumbnail_with-logo-1.jpg400495Nathalie Schoolinghttps://www.nlighten.co.za/wp-content/uploads/2017/09/nlighten_lgo-01-2.svgNathalie Schooling2017-07-11 08:46:042017-07-11 10:10:33Ask not what your company can do for you

Although this complex and digital “Selfie Era” is upon us, the number one key service driver in today’s world remains simple: Human Empathy.
It has become somewhat difficult to be able to not only offer service that is of a relevant…

We are all familiar with the buzzwords “Big Data” and “AI” (Artificial Intelligence), but have you heard of “Anomaly Detection” (AD)?
Anomaly Detection refers to the new age, cognitive method of tracking patterns in order…

Your brand DNA is made up of several core components, such as the brand vision, mission and values.
We’ve all read that marketing strategy book.
However, when are we going to get real and realise that no one really studies your brand’s…

According to Forrester Research, on average, US airlines sacrifice as much as $1.4 billion in annual revenue by not improving their customer experience (CX). United Airline’s recent brutal incident has been the latest headline-maker that…

The clichéd statement, “the customer is always right”, has never been more true. Several studies over the years have shown that emotion is the top driver of loyalty and more and more businesses are seeing the value of listening to customer…

May 11, 2017

https://www.nlighten.co.za/wp-content/uploads/2017/05/495x400.jpg400495Shani Sayaghttps://www.nlighten.co.za/wp-content/uploads/2017/09/nlighten_lgo-01-2.svgShani Sayag2017-05-11 13:00:462017-05-11 13:32:46The customer is always going to be right

As a customer, sometimes trying to communicate with a company representative is like having dental surgery without anesthetic! The frustration alone of not being able to get hold of someone to help you is enough to deter one away from a…

Many studies across the globe support the fact that the engagement of employees is in direct relation to customer experiences.
Employees are the most important part of the business and they have needs. If these needs are not met and they…

As we know, our world is digitally advancing at an increasingly rapid pace. Connecting to people and businesses has never been easier, and this worldwide shift in Customer Relationship Management has heightened the expectations of customers.
Businesses…